CCAT Troubleshooting Training

April 2012
Agenda

Topics Covered
Introduction to Troubleshooting
Topics Covered
What is Covered for the next 2 days?

Overall Training Goals

What is the problem?
How to proceed when a problem occurs?
How to fix issues?
When to engage Citrix Support?
Additional Support Resources
Citrix Technologies WI, XenApp, XenDesktop, PVS,
XenServer
What is NOT Covered?

Working Components of Citrix Technology

Technology Deep Dive*
What is Troubleshooting?
Troubleshooting Steps

What is the problem?

What is the expected behavior?
What is the actual behavior?
What are the reproduction steps?
Troubleshooting Steps

Reduce the potential breakage points

Identify any special configurations that may cause the issue
Identify possible solutions
Test solutions with one configuration change at a time and
observe the results
Troubleshooting Concepts

Understand as much of the intended behavior of the system

before making changes to it.
Test one change at a time!
Avoid testing in Production whenever possible!
Troubleshooting Workflow

Google
Citrix Forums
Existing Support Threads
Coveo/OSES search tools
Other Citrix Consultants (Email, IM)
Send Support Email
Send CCAT Email
Support Case